Zentrale Formate

Team Lead Customer Support Management 

London, UK

Company Description
At Watchmaster we are transforming the secondary market for pre-owned watches. We are looking to make fine watches into a tradable and more affordable asset by enabling consumers to sell and buy watches through our marketplace. We actively contribute to increasing the value of pre-owned watches through our in-house certification and refurbishment process, thereby making them comparable and competitive to a brand new watch with a highly attractive price. Our team has grown to 70 passionate employees responsible for actively growing our business across Europe. Now we are opening our new office and workshop in London to serve our British customers

As the Team Lead Customer Support Management you will be in charge of delivering the best possible customer experience for our large international network of watch aficionados. You will lead the team that is the face of our company and will actively contribute to Watchmaster's success.

Your tasks:

  • As the Team Lead, you are responsible for the management and support of our international 4-person Customer Service Team.
  • You will take on operational as well as strategic and administrative tasks.
  • You are the direct contact of the C-level in all topics of customer service and for the coordination to achieve the company's goals.
  • As the Team Lead, you are responsible for all personnel-related topics such as recruiting, hiring, training and employee appraisals - an expansion of the team is planned within the year.
  • You are the first point of contact when it comes to complaint management: with empathy and patience, you find a suitable solution for every dissatisfied customer and convince them through our philosophy of excellent customer service.
  • You ensure that a smooth customer service is guaranteed at all times.

Your Profile:

  • You have several years of professional experience in customer service and ideally bring some management experience with you.
  • You are a team player - being in touch with your team is important to you.
  • Very good knowledge of English and German (C1/C2) is required, additional languages always are an advantage.
  • Excellent communication skills, both written and spoken.
  • You deal with conflicts in a solution- and service-oriented manner and resolve them diplomatically with your excellent communication skills, empathy and positive mindset.
  • You are characterised by organisational talent, the ability to make decisions and the ability to work under pressure.

Our Benefits:

  • Challenging tasks in one of the most exciting eCommerce start-ups in Europe.
  • A steep learning curve and the opportunity to actively contribute to shaping the company's future.
  • A high degree of personal responsibility and flat hierarchies.
  • An attractive and innovative product that truly creates value for our customers.
  • Team events on a regular basis.
  • Drinks, fruit, snacks are provided, including all important Friday beers.





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